TTEC Unveils CARES, a New Quality Intelligence Metric That Measures What Customers Actually Experience

AUSTIN, Texas, Sept. 24, 2026 (GLOBE NEWSWIRE) -- TTEC, a leading global consulting, technology, and managed services company delivering solutions at the intersection of data, AI, and customer experience (CX), today unveiled TTEC CARES, a proprietary quality intelligence framework designed to help organizations move beyond traditional quality assurance scorecards and understand what customers actually experience across every interaction.

TTEC CARES, an acronym for Conversation, Analytics, Resolution, Effort and Sentiment, uses AI-powered conversation analytics to analyze 100% of customer interactions and measure three critical drivers of the customer experience: resolution, effort, and sentiment. Rather than relying on limited survey feedback or sampled quality evaluations, TTEC CARES helps organizations understand whether an issue was resolved, how much effort the customer expended, and how the customer felt throughout the experience.